Call Center Billing & Customer Support Specialist

Fontayna Mayers, Call Center Representative

Athens, AL, United States, 518-***-****, ************@*****.***

PROFESSIONAL SUMMARY

Customer Service & Billing Specialist with 4+ years’ experience resolving complex billing inquiries and processing payments in fast-paced call center and remote environments. Managed caseloads of up to 40 clients monthly while executing accurate account updates, payment processing, and CRM documentation to accelerate issue resolution and reduce escalations. Strong de-escalation and negotiation skills with a consistent record of meeting call-quality and customer satisfaction targets.

AREAS OF EXPERTISE

Call Center Representative

Expert

High School Diploma Or GED

Expert

Inbound & Outbound Calls

Expert

Call Documentation

Expert

Customer Satisfaction

Experienced

Conflict Resolution

Expert

De-escalation

Experienced

Billing / Payment Processing

Expert

Account Updates

Experienced

CRM

Experienced

Cross-Functional Communication

Experienced

Processing forms and records

Expert

EMPLOYMENT HISTORY

May 2022 — Apr 2024

Benefit Specialist / Coordinator, Y.W.C.A

Schenectady, NY

•Conducted thorough needs assessments and accurate intake for a caseload of up to 40 clients monthly, ensuring comprehensive follow-up documentation to enhance client support.

•Handled live calls on a 24-hour crisis hotline, employing de-escalation techniques and facilitating warm handoffs to counseling and legal services to ensure client safety and satisfaction.

•Secured essential resources such as SNAP, Medicaid, housing, childcare, and employment through persistent liaison work with the local Department of Social Services, effectively resolving client issues.

Apr 2024 — Aug 2024

Customer service representative, Apex systems

Albany, NY -remote

•Handled inbound and outbound customer transactions via phone and correspondence, ensuring accuracy and timely follow-up on service requests.

•Maintained comprehensive call documentation and customer records to support case progress and effective issue resolution.

•Acted as a primary point of contact for inquiries and escalations, providing service guidance in a remote setting.

Feb 2022 — May 2022

Insurance Qualifier (contract/ temp), Quantum 3 media

Remote ( wfh)

•Executed high-volume inbound and outbound calls to efficiently pre-qualify leads for Medicare and life insurance products.

•Maintained accurate call documentation and customer information in CRM systems, adhering to scripts and compliance standards.

•Transferred qualified prospects to licensed agents while consistently achieving productivity targets in a metrics-driven environment.

Nov 2024 — Oct 2025

Patient care specialist, Community Care Physicians

Latham, NY

•Supported patient intake processes by accurately documenting EHR records and conducting vital sign assessments to enhance patient flow.

•Assisted healthcare providers with exam-room setup, patient referrals, and navigation, ensuring a compliant and organized clinic environment.

Oct 2025 — May 2026

Mail carrier, United States Postal Services

Troy, NY

•Sorted and delivered mail and parcels accurately, ensuring high delivery efficiency and adherence to service standards.

•Addressed customer inquiries and managed registered items and undeliverable mail, maintaining compliance with postal regulations.

Jul 2021 — Feb 2022

Customer service representative - billing, Spectrum Mobile

Schenectady, NY

•Processed billing inquiries and payment transactions, ensuring accuracy and efficiency in account updates.

•Resolved customer issues through effective troubleshooting and de-escalation techniques, enhancing overall customer satisfaction.

•Maintained high performance standards for call quality and customer satisfaction during interactions.

EDUCATION

Albany High

High school diploma

Albany, NY

Graduated

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